Seasonal Call Center Supervisor

4 weeks ago

Chester, Virginia, United States TDB Communications, Inc. Full time
Job Title: Seasonal Call Center Supervisor

TDB Communications, Inc. is seeking a Seasonal Call Center Supervisor to join our management team in Chester, VA. As a Seasonal Call Center Supervisor, you will be responsible for supervising and developing a team of customer service representatives to meet program objectives and customer service level agreements.

Key Responsibilities:
  • Supervise and develop a team of customer service representatives to meet program objectives and customer service level agreements.
  • Manage conduct situations when a manager may not be scheduled on-site, including misconduct based on Level(s) I, II, and III.
  • Support the manager with on-site functions, including managing conduct situations and supervising customer service representatives.
  • Perform tasks to assure service level requirements, including RTA, AHT, and Adherence goals.
  • Assume leadership responsibility for department tasks and call center activities as required.
  • Complete and deliver employee performance appraisals.
  • Work closely with customer service representatives, other Supervisors, Operations Representatives, Customer Service Managers, and Program Managers within functional areas of the project.
Requirements:
  • 6 months supervisor or leadership experience required.
  • Minimum 2 years of customer service, leadership, and team interaction skills required.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Uses good judgment, ability to make independent decisions, and proactively problem solve as required.
  • Must be organized and have strong time management skills.
  • May be required to work off-shift, and occasional travel to customer and other client sites.
  • Experience with, or knowledge of, the Medicare Program and health insurance industry preferred.
  • Must have PC skills (Microsoft Office) with an emphasis on Excel.
  • Basic math skills required.
  • Maintain schedule flexibility due to business needs; anticipate assigned shift change at any time.
  • Ability to interact with all levels of management.
  • Strong analytical and organizational skills.
  • Bilingual is preferred, not required.
About TDB Communications, Inc.

TDB Communications, Inc. is an 8(a) minority-owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions. Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We've proven our ability to serve the government with the highest levels of quality and productivity.

Reasonable Accommodation: If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

EEO Statement: TDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

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